Help Desk Technician

Arlluk Technology Solutions, LLC, a Koniag Government Services company, is seeking a Help Desk Technician to support ATS and our government customer. This is a remote position.

We offer competitive compensation and an extraordinary benefits package, including health, dental, and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks of paid time off, and more.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Deliver quality help desk support services to a customer base of about 2,000 geographically dispersed users
• Provides Tier I and II technical software problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Document, diagnose, escalate and/or resolve trouble tickets related to user access, business process, or user training.
• Communicate frequently with system users, via email and phone, in an effort to understand and resolve their tickets.
• Effectively utilize the internal knowledge base to research solutions and provide accurate information to users.
• Provide excellent customer service by actively listening to user concerns, demonstrating empathy, and resolving issues efficiently and professionally.
• Act as a liaison to escalate and monitor issues between our USDA clients and the PMO Help Desk
• Document technical resolutions in detail for future reference and knowledge sharing within the support team
• Contribute to the development and maintenance of the internal knowledge base by documenting solutions for complex issues
• Document agency business rules and standard operating procedures
• Collaborate effectively with colleagues to ensure efficient issue resolution and knowledge sharing.
• Perform additional duties as assigned

Education, Experience & Skills:

• Bachelor's, Associate's degree or experience in computer science, information technology, or computer-related disciplines.
• 3-5 years of experience supporting custom applications
• Experience supporting Federal Agencies
• Experience providing user support and training to a user base
• Excellent communication, customer service, and organizational skills
• Must be fully fluent in MS Office applications, including Outlook, Word and Excel
• Experience with ServiceNow

Security Requirement:

• Candidates must be a US Citizen with the ability to be approved for an active Secret Level Clearance should it be required

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352